Senior Customer Success Manager

Socure-posted 3 days ago
Full-time • Mid Level
Carson City, NV
501-1,000 employees
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As an Enterprise Senior Customer Success Manager (Sr. CSM), you will be the strategic partner and trusted advisor for our most valuable enterprise customers. Your focus will be on executive alignment, success planning, and ensuring customers achieve measurable outcomes with our solutions. Working hand-in-hand with Account Executives (who own renewals and upsells) and Solution Consultants (who drive adoption), you will be the bridge across functions, ensuring customer outcomes are consistently met. By leading initiatives such as executive business reviews, governance forums, and cross-business alignment programs, you will create visibility, reduce risk, and deepen strategic trust with our enterprise customers.

  • Customer Partnership & Advocacy
  • Build trusted relationships with executives and operational stakeholders across customer organizations.
  • Act as the customer’s advocate internally, ensuring their needs influence product, support, and go-to-market priorities.
  • Position our solutions as enablers of the customer’s most strategic business initiatives.
  • Strategic Success & Value Planning
  • Lead joint success planning to align customer goals with solution capabilities.
  • Partner with Solution Consultants to interpret adoption signals and connect them to measurable business outcomes.
  • Provide Account Executives with health insights that inform renewal and expansion strategies.
  • Customer Engagement Leadership
  • Lead executive business reviews (EBRs) with data-driven updates on ROI, outcomes, and roadmap alignment.
  • Facilitate model governance sessions to ensure transparency, compliance, and confidence in solution performance.
  • Run cross-line-of-business and global alignment programs to unify strategy and execution across customer divisions or regions.
  • Support change management, benchmarking, and operational excellence programs that help customers scale solutions across the enterprise.
  • Promote advocacy by identifying opportunities for customers to serve as references, case studies, or industry champions.
  • Customer Health & Retention
  • Own the holistic view of account health, combining adoption, engagement, and satisfaction data.
  • Identify risks early and orchestrate internal resources to mitigate churn.
  • Provide structured reporting and health insights to customers and internal stakeholders.
  • Operational Excellence & Escalations
  • Ensure customers receive timely support and guidance across all engagements.
  • Take ownership of managing and resolving critical escalations with urgency and transparency.
  • Partner with internal stakeholders to remove friction and ensure seamless customer experiences.
  • Leadership & Mentorship
  • Lead complex customer programs and set the standard for strategic enterprise engagement.
  • Channel customer feedback into product innovation and roadmap direction.
  • Mentor junior teammates, fostering a culture of learning and growth.
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